Top Rated
201 Ratings
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Score 8 out of 100
110 Ratings
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Score 7.1 out of 100

Likelihood to Recommend

Oracle CX Service (formerly Oracle Service Cloud)

Oracle Service Cloud is well suited for a business to consumer contact center. It can handle large volumes and millions of transactions. I have seen contact centers with 2000 agents but it can also work well for a small contact center with 10 to 50 agents. With integration with a VOIP phone system - additional automation can be incorporated in to the system. There are multiple ways to automate agent tasks to make handling an incoming incident as efficient as possible.
Carl Elliott | TrustRadius Reviewer

SAP CRM

First try to understand the requirement and then you can build anything in SAP CRM with standard / non standard functionality. Whenever standard functionality cannot meet thebusiness needs, functional requirements are written by the business users and given to the APAP engineer to customize the product appropriately.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Oracle CX Service (formerly Oracle Service Cloud)
7.7
SAP CRM
Organize and prioritize service tickets
Oracle CX Service (formerly Oracle Service Cloud)
8.4
SAP CRM
Expert directory
Oracle CX Service (formerly Oracle Service Cloud)
7.2
SAP CRM
Subscription-based notifications
Oracle CX Service (formerly Oracle Service Cloud)
6.9
SAP CRM
ITSM collaboration and documentation
Oracle CX Service (formerly Oracle Service Cloud)
7.0
SAP CRM
Ticket creation and submission
Oracle CX Service (formerly Oracle Service Cloud)
8.4
SAP CRM
Ticket response
Oracle CX Service (formerly Oracle Service Cloud)
8.4
SAP CRM

Self Help Community

Oracle CX Service (formerly Oracle Service Cloud)
7.7
SAP CRM
External knowledge base
Oracle CX Service (formerly Oracle Service Cloud)
7.7
SAP CRM
Internal knowledge base
Oracle CX Service (formerly Oracle Service Cloud)
7.7
SAP CRM

Multi-Channel Help

Oracle CX Service (formerly Oracle Service Cloud)
7.9
SAP CRM
Customer portal
Oracle CX Service (formerly Oracle Service Cloud)
8.5
SAP CRM
IVR
Oracle CX Service (formerly Oracle Service Cloud)
7.7
SAP CRM
Social integration
Oracle CX Service (formerly Oracle Service Cloud)
6.9
SAP CRM
Email support
Oracle CX Service (formerly Oracle Service Cloud)
8.4
SAP CRM
Help Desk CRM integration
Oracle CX Service (formerly Oracle Service Cloud)
8.1
SAP CRM

Sales Force Automation

Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
7.1
Customer data management / contact management
Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
7.7
Workflow management
Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
7.0
Territory management
Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
6.3
Opportunity management
Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
6.9
Integration with email client (e.g., Outlook or Gmail)
Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
7.1
Contract management
Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
7.9
Quote & order management
Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
7.5
Interaction tracking
Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
7.3
Channel / partner relationship management
Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
6.6

Customer Service & Support

Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
6.5
Case management
Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
7.1
Call center management
Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
6.2
Help desk management
Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
6.2

Marketing Automation

Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
6.7
Lead management
Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
6.3
Email marketing
Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
7.1

CRM Project Management

Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
7.7
Task management
Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
8.1
Billing and invoicing management
Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
7.5
Reporting
Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
7.4

CRM Reporting & Analytics

Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
7.7
Forecasting
Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
7.7
Pipeline visualization
Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
7.4
Customizable reports
Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
8.1

Customization

Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
7.4
Custom fields
Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
7.9
Custom objects
Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
7.9
Scripting environment
Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
7.1
API for custom integration
Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
6.6

Security

Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
8.4
Single sign-on capability
Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
8.3
Role-based user permissions
Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
8.5

Social CRM

Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
6.3
Social data
Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
6.4
Social engagement
Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
6.2

Integrations with 3rd-party Software

Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
6.3
Marketing automation
Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
6.2
Compensation management
Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
6.3

Platform

Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
7.1
Mobile access
Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
7.1

Pros

Oracle CX Service (formerly Oracle Service Cloud)

  • The ease of customization for our environment is very helpful.
  • The layout for our basic users is easy to understand and the flow is logical.
  • The ability to query previous incidences is simple and easy to export in order to provide information to other departments.
Anonymous | TrustRadius Reviewer

SAP CRM

  • If you have an SAP ERP system, you get out-of-the box data integration and can easily configure end-to-end business processes that span multiple systems.
  • While the core functionality is comparable to a lot of the other systems, SAP CRM is still one of the best solutions available for companies needing functionality like Trade Promotion Management, Market Development Funds, etc...
  • The system is highly customizable and can be easily configured / enhanced to work in a wide variety of scenarios.
Tom Leddy | TrustRadius Reviewer

Cons

Oracle CX Service (formerly Oracle Service Cloud)

  • Getting better - Improved integration to Oracle Sales Cloud - but Oracle is now addressing this with Oracle Engagement Cloud as a combo of Sales & Service Cloud.
  • Bad - Perception problems in terms of robust functionality vis-à-vis the same service product from Salesforce...
  • Problem - Oracle has difficulty getting current customers to renew their Service Cloud subscriptions. Pricing vis-à-vis SFDC may be the issue.
Frank Watts - CPIM, CIRM, MBA Operations Mgt | TrustRadius Reviewer

SAP CRM

  • There is not much room for improvement, as SAP has recently launched SAP C4 HANA as the improved version of SAP CRM with added functionality.
  • SAP CRM has a little room for improvement in how efficient it is for users
  • SAP CRM's performance could be improved in terms of Orders to be searched in the backend, and the DB level has to be improved
Pradeep Bele | TrustRadius Reviewer

Likelihood to Renew

Oracle CX Service (formerly Oracle Service Cloud)

Oracle CX Service (formerly Oracle Service Cloud) 9.9
Based on 9 answers
Although RightNow is extremely flexible, the flexibility comes with a price. It is often not intuitive which settings you need to change (and under which menus these setting are buried) to enable the system to do what you want. Also, sometimes the system can do things you need, but you don't initially realize it. When RightNow sells a system to a new customer, I think it should come with X hours of consulting time with a RightNow expert. The customer should be able to consult with this expert over the next year to get advice concerning how to configure the system to achieve desired needs. Often RightNow Support would just answer "no" when I asked if I could do something, but then I would find another way to achieve my goals after talking with other companies using RightNow.
Anonymous | TrustRadius Reviewer

SAP CRM

SAP CRM 9.0
Based on 4 answers
SAP's CRM is a very fast and effective tool. The ability to track things (credits, items, ect.) through CRM is vastly improved over the systems that I have used in the past. It is an incredble system, when it comes to pulling data that has been input back out. You can also run reports on anything in the system. This ability allows you the opportunity to print off reports and show them to customers so that they have a clear understanding of what you have been doing for them. In turn, this increases your value to your customers.
Aaron Norris | TrustRadius Reviewer

Usability

Oracle CX Service (formerly Oracle Service Cloud)

Oracle CX Service (formerly Oracle Service Cloud) 9.0
Based on 4 answers
The learning curve is fairly steep; but for something that has this much capability, it's nearly impossible to make it "easy". The layout and organization are at least reasonably intuitive. The hardest part-- the "weakest link"-- is the portal development (where you can build help centers and other end-user pages.) The capabilities there are significant, but the learning curve for that part is especially steep and it takes a fair amount of expertise to be able to update it.
Mig Ponce | TrustRadius Reviewer

SAP CRM

No score
No answers yet
No answers on this topic

Support Rating

Oracle CX Service (formerly Oracle Service Cloud)

Oracle CX Service (formerly Oracle Service Cloud) 7.9
Based on 12 answers
Technicians seem to be assessed based solely on how quickly they close the issues. I've had to reopen requests multiple times because they didn't actually solve my problem. Also, when the issue has even a moderate amount of complexity, the technicians often instruct me to "open another SR" to handle the other issue. I'm the customer, I shouldn't have to follow their processes, they should handle that for me. But even when I create the new SR, it seems like their right hand isn't talking to their left - they aren't reading back to the previous issue for context. So I get bounced around a lot, and I have to tell them how to do their job
Kristine Tannert | TrustRadius Reviewer

SAP CRM

SAP CRM 7.3
Based on 1 answer
Typically, requests do get resolved. Sometimes it does take a bit of explaining the issues but then SAP accepts then and provides a fix
Sebastian Jungels | TrustRadius Reviewer

Implementation Rating

Oracle CX Service (formerly Oracle Service Cloud)

Oracle CX Service (formerly Oracle Service Cloud) 9.0
Based on 8 answers
Work with a RightNow expert during the implementation. Explain features that would you like to have. Often, somebody who really knows the system can show you what you need to do to achieve the desired results. Where a RightNow support engineer or a consultant might say "the system can't do that," a RightNow application engineer will listen to what you need, and often come up with an alternate path to achieve it
Anonymous | TrustRadius Reviewer

SAP CRM

No score
No answers yet
No answers on this topic

Alternatives Considered

Oracle CX Service (formerly Oracle Service Cloud)

We haven't looked at any other products because the bring your own licenses to other cloud services is cost prohibitive. However we are positioning ourselves where we could use Azure for our Windows servers, AWS for our Linux, and Oracle for our DB services. We have been looking at Equinix as an intermediary solution between the cloud services.
Ray Hirte | TrustRadius Reviewer

SAP CRM

SAP CRM is a diversified, complex tool which can be customized to the company needs on many various levels. The main reason why a company could choose SAP CRM is to ensure all their needs are met in terms of a solution that can be adjusted to the processes within the organisation
Anonymous | TrustRadius Reviewer

Return on Investment

Oracle CX Service (formerly Oracle Service Cloud)

  • Oracle Service Cloud's ability to tie together the support department in our company to the customer as well as other areas of the company has narrowed the gap between support issues and resolution by placing everything into one easy-to-use and navigate interface.
  • Allowing the customers to create their own email or chat support cases and insert them into the system for action by our support department helps provide quicker service response in some cases.
  • Reports that indicate case status and time in system help to prioritize cases that may require more attention or more immediate resolution is a very beneficial function that we utilize regularly.
Anonymous | TrustRadius Reviewer

SAP CRM

  • Longer implementation time when client needs customization in SAP CRM based on their custom business processes. That leads to longer ROI.
  • Proper training is key step to ROI on SAP CRM.
  • Out of box solution gives quick ROI. When client is implementing process first time & adapts SAP CRM provided solution in their organization.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Oracle CX Service (formerly Oracle Service Cloud)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

SAP CRM

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Oracle CX Service (formerly Oracle Service Cloud)
7.8
SAP CRM
6.5

Likelihood to Renew

Oracle CX Service (formerly Oracle Service Cloud)
9.9
SAP CRM
9.0

Usability

Oracle CX Service (formerly Oracle Service Cloud)
9.0
SAP CRM

Reliability and Availability

Oracle CX Service (formerly Oracle Service Cloud)
10.0
SAP CRM

Performance

Oracle CX Service (formerly Oracle Service Cloud)
9.0
SAP CRM

Support Rating

Oracle CX Service (formerly Oracle Service Cloud)
7.9
SAP CRM
7.3

In-Person Training

Oracle CX Service (formerly Oracle Service Cloud)
9.0
SAP CRM

Online Training

Oracle CX Service (formerly Oracle Service Cloud)
SAP CRM
7.0

Implementation Rating

Oracle CX Service (formerly Oracle Service Cloud)
9.0
SAP CRM

Scalability

Oracle CX Service (formerly Oracle Service Cloud)
10.0
SAP CRM

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